Freeze Dried

Procedure: Within 15 days of receipt if you are not happy with your homemade dog food or other product purchase you may return it to our store. Restrictions apply, see details below.

Returns must be pre-approved by requesting a return authorization number by sending an email via our Contact page. No credits will be issued for unauthorized returns.

Return shipping charges are your responsibility unless an error was made on our part.

We must receive the returned merchandise within 10 days of issuing your Return Authorization Number. Returns beyond the 10 days will not be accepted upon delivery.

Make sure returned items are packaged well. We don't issue credits for merchandise that is returned damaged. 

Send your insured package via a traceable carrier (UPS or FEDEX) to ensure protection from loss or damage as well as prompt delivery.

Write your Return Authorization Number (RA#) and Order Number on the outside of the package and send it to:

Gourmet Doggie Diner

Attn: Returns

2206 E. Broadway Ave.

Bismarck, ND  58501

• We do not accept C.O.D. packages
• Shipping, handling fees, and taxes are non-refundable.

Perishable Item Returns:

Dry foods including freeze-dried foods and treats (excluding homemade products) may be returned so long as at minimum 80% of food product (measured by weight) is in the bag.

Opened moist foods including canned foods and pouches are not returnable

Homemade entree's or treats are not returnable

Safety precautions exclude us from allowing returns on any frozen food products

The following items are non-refundable:

• Sale or clearance items
• Books and pamphlets
• For health and sanitation reasons, toys, dishes, crates, and beds

Any homemade dog food or other product that has been opened, used, or not in original, sellable condition (see above details on perishable food item returns) will not be accepted for credit.

Damaged Upon Delivery: Items damaged upon delivery must be reported within 24 hours of receipt of shipment. Keep the shipment in all the original packaging. To assist us with filing a damage claim you will be asked to provide proof of damage either by returning the damaged items to us or by providing photos of the damaged product as well as a photo of the original packaging. Once we have received either the damaged homemade dog food or product or proof of damage via photos we will refund your method of payment for the damaged item(s) less shipping charges within 48-72 hours.

Mis-shipment: If you have received an incorrect item, contact us via our Contact page to receive a Return Authorization Number. Please reference your order number and we will provide instructions to return the product and receive the correct replacement. All items must be reported and returned within the 15-day return policy period.

Refused Delivery or Undeliverable Address: If your order is refused upon delivery and returned to us, we will charge you for return shipping charges plus a 15% restocking fee.  If your order is returned to us due to an undeliverable address or a mistake in the address entered by you, we will charge you for the return shipping charges.

Return Credits: Credit will be issued via the method of payment used for the order. Credit Card credits may take a few days to show up on the account.

Order Fulfillment

Gourmet Doggie Diner usually ships gourmet dog food orders within 1-2 business days.

Free Shipping!

Receive FREE SHIPPING on qualifying orders of $109 or more and 10 lbs. or less in shipping weight. Free shipping exclusions apply:

Exclusions:  Frozen foods and Treats that require an expedited shipping method.

Free Shipping applies only to shipping within the continental 48 states (not military APO/FPO, Alaska, Hawaii, or Puerto Rico.

All Free Shipping orders will be shipped via Ground Service, at our discretion, transit may be up to 14 days, not including weekends, plus 1-2 days for order processing.

Free Shipping will not apply to back-ordered items that do not meet the $99 minimum order amount.

$9.95 Starting - Flat Rate Shipping

Now even your heavy items can ship at an affordable price.  With our Flat Rate Shipping, the flat rate calculates automatically based on the total weight of items in your cart.

Eliminates product prices being marked up to cover "free" shipping costs.

Saves you money - when comparing to sites with "Free Shipping", oftentimes our order total is still less, even when adding in the cost of shipping.

Packages are shipped via a reputable traceable carrier.

All flat rate ground shipping is at our discretion on which carrier we use. The carrier we choose will depend on which carrier serves your area.

Shipping Frozen Foods

All frozen foods are shipped frozen in a styrofoam cooler or styrofoam lined box for large orders. Whenever possible we keep your food frozen with eco-friendly gel ice packs vs. dry ice.

Raw Bones and Food are shipped in a styrofoam cooler with dry ice. This is the only way to keep the food frozen. A $12.95 surcharge will be added to all raw orders to cover the dry ice and cooler.

Frozen orders require an expedited shipping method of no more than 2 days transit time. If your transit time is more than 2 days and you selected flat rate or ground shipping, we will notify you via email that your shipping selection must be upgraded and what the additional shipping charge will be. Orders will be shipped Monday - Thursday (except holidays) for next-day shipping or Monday - Wednesday for second-day shipping. A surcharge will be automatically be added to your cart for all frozen food orders to cover the extra shipping supplies.

Delivery:

All of our packages are shipped with a carrier that provides the ability to track your package. Due to changes in FedEx policy, FedEx no longer requires a signature at the time of delivery on residential orders. Make arrangements for your frozen order to be delivered at a location where someone can accept it and put it in a freezer. If this is not possible, leave a note for the delivery person indicating where to leave your package so it is out of the sun.  The food only stays frozen for up to 3 days from shipment, if it is left in the hot sun, there is a possibility it will begin to thaw.  Gourmet Doggie Diner does not issue refunds for the thawed products. Gourmet Doggie Diner does not refund shipping charges for delayed delivery by the carrier.

Backorders/Out of Stock:

We try very hard to avoid having products on backorder or be out of stock.  However, sometimes this is unpreventable and for this, we are very sorry.  You will be notified via email of any back-ordered items. Back-ordered items are typically in stock within a few days, unless there is a delay with the manufacturer. You will have the option to either have us hold your order until all product is available for shipping or to cancel the item that is on backorder.  Your credit card will not be charged for the back-ordered items that are canceled.

Shipping Methods

Flat Rate Ground/FedEx Ground/Home Delivery

Delivery in 1–5 business days. FedEx does not require a signature at the time of delivery on residential orders. You may want to leave a note indicating where the delivery person should leave your package in the event that no one is home when the delivery is made.  All flat rate ground shipping is at our discretion on which carrier we use. The carrier we choose will depend on which carrier serves your area. 

3Day Delivery

Delivery in 3 business days by 4:30 pm to most areas (by 7 pm to residences).

2Day Delivery

Delivery in 2 business days by 4:30 pm to most areas (by 7 pm to residences).

Overnight Delivery

Delivery the next business day by 3 pm to most areas.

Overnight Delivery is not available for PO Boxes, APO, FPO, or AEO addresses or to Alaska, Hawaii, and U.S Territories